It is not difficult to understand the role of customer in any business. They play pivotal role and are solely responsible for making any business successful. For sustaining a profitable life, businesses should make sure to serve customers in every possible way and provide them with an experience of their lifetime. Total Customer Experience(TCE) is a 360 degree strategy to …

During my recent visit to New Delhi, India, I had an interesting discussion with one of senior Air India official about Air India. Certainly the discussion and the findings were not very different from what has already been said and shared in news web. The corporate tone is certainly not in line with the tone of a customer centric service …

Developing measures of customer loyalty using survey questions is a scientific endeavor; these loyalty measures are typically customers’ self-reported likelihood of engaging in future loyalty behaviors. Because self-reported metrics are necessarily fraught with measurement error, I have argued for using psychometrics as a way of evaluating these “soft” metrics. Psychometrics helps you understand the reliability and validity of your loyalty …

Before we delve into the core of this blog, let me take a moment and spread some light on tribe leadership and what it means. Every organization is made up of tribes, groups of 20 to 150 people who are bound together by familiarity and shared work. Tribes are the little-acknowledged, basic building block of any large human effort. David …

Patient experience (PX) has become an important topic for US hospitals. The Centers for Medicare & Medicaid Services (CMS) will be using patient feedback about their care as part of their reimbursement plan for acute care hospitals (see Hospital Value-Based Purchasing (VBP) program). According to QualityNet, the purpoase of the VBP program is to promote better clinical outcomes for patients and improve their experience of care …

Yes, you read it right. Great customer experience comes from anywhere. I want to bring your kind attention to a personal service encounter of a leading customer experience advocate Scott McKain . This encounter is focused ona cab journey by a cab driver “Taxi Terry”. No.. No.. I am not going to bug you with a word-on-word transcript of something …

LEGO launched a neat video few days back narrating its story. Not only it is nicely done, but also it encapsulates boatload of management and startup lessons. I have listed top 5 lessons that popped out for me in this video. Take a look and feel free to leave your thoughts in comments section. I have included the link to the …

Patient experience (PX) has become an important topic for US hospitals. The Centers for Medicare & Medicaid Services (CMS) will be using patient feedback about their care as part of their reimbursement plan for acute care hospitals (see Hospital Value-Based Purchasing Program). Not surprisingly, hospitals are focusing on improving the patient experience to ensure they receive the maximum of their incentive payments. Additionally, US hospitals …

Using publicly available hospital data, I developed a map to help you easily identify and understand how your hospital ranks with respect to two key outcome measures: 1) Mortality rates and 2) Re-admission rates. These outcome measures were used to calculate new outcome metrics (Survival Rate and Non-Readmission Rate) where higher scores reflected better performance (scores can range from 0 …

Using publicly available hospital data, I developed a map to that ranks US hospitals with respect to how well they follow guidelines, standards of care or practice parameters. This process of care metric is based on medical information from patient records that reflects the rate or percentage across 12 procedures related to surgical care. These percentages were translated into scores that …

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